Call Center Level 1 Support - Dubai, United Arab Emirates - IQVIA

IQVIA

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Job Overview
Under general supervision, provide high quality phone-based service desk support to end users regarding IT problems and service requests.

Essential Functions

Must be flexible in working hours (e.g. weekday evenings, weekday overnights)
Use remote control tools like gotoassist to solve a large percentage of incident calls on the first interaction with the customer
Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.
Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
Provide management with information on problems that are severe in nature or that are exceeding target dates.
Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to endusers.
Perform other duties as required.

Qualifications

High School Diploma or equivalent and 3 years IT experience; or equivalent combination of education, training and experience
Working knowledge of Microsoft server, workstation and networking technologies.
Working knowledge of industry standards with regards to system and network administration.
Possess excellent verbal and written communication skills.
Ability to solve PC related problems utilizing remote control tools.
Strong analytical and troubleshooting skills.
Must have or be willing to get ITIL v3 Foundations certified